Company Logo

Technical Service Desk (Contract)

Technical Support

26 weeks ago

RM5000 - RM6000


Job Description

The role is expected to manage incidents and request from Financial Institutes, Commercial and Consumer customers that have service contract with the Client and comply to end-to-end ticket life-cycle processes. This role will be a customer Service, Service desk or Helpdesk job

Key Responsibilities

  • Reporting to Service Delivery Lead 
  • 24x7 shift required
  • Effectively resolve enquiries from first line service desk in a considerate, accurate, and timely manner
  • Manage Incident & Request life cycle
  • Response and Manage Incident & Request from customers
  • Manage and ensure ticket quality 
  • Monitor SLAs
  • Monitor and follow up pending tickets
  • Decide on tickets priority upgrade/downgrade
  • Comply to processes 
  • Manage Incident and Service Requests and devise solutions to resolve issues, escalate to client if unable to resolve, both in compliance to response and resolution SLAs. 
  • Record all problems and their solutions in the Production Log File or Ticketing Tool and ensure problems follow-up
  • Monitor event & notification dashboard 
  • Ensure customer KPI and SLA requirements are meet 
  • Execute service and process improvements driven by Service Delivery Lead 
  • Ensure quality, corrective actions and Improvements are implemented successfully 
  • Review and update clients documentations including scripted solutions, work instructions templates
  • Document additional Knowledge including technical processes Document, maintenance and update of user/internal manuals and FAQs 
  • Manage escalation (based on defined criteria to trigger Service Delivery Lead) 
  • Manage escalation from first line service desk, work closely with client or partner vendors to investigate and identify the issues and resolve the problems 
  • Collaborate with the clients product development and QA teams to test new features, functions and specification changes 
  • Ensure Shift handover success
  • Give feedbacks to Service Delivery Lead 

Skills & Experiences

  • Minimum  4-6 years of experience in providing Level 1 services (Customer Service, Service Desk or Helpdesk) in 24x7 environment.
  • strong professional communication skill in both written and verbal 
  • experience in ticket life-cycle management such as incident and service request management. 
  • Highly analytical person to help with generating report

Share this job

Job Conditions:

Probation Period:

3 month


30 - 49

Job Type:



reveal during interview.


shift hours




247 shift days

Malaysia Only:


Annual Leave:

reveal on the interview


reveal during interview.

Job Skills

Customer Service



Technical support



japanese speaking

Tech / Digital

Company Logo

Transcosmos (Malaysia) Sdn. Bhd.

Primary Industry:

BPO (Business Process Outsourcing)

Company size:


View Company Profile


Know someone perfect for this role? Refer them to Seekers and earn RM500! Join our referral program now and help us find top talent!

Refer-A-Talent Now!